TEAM MEMBER READY FOR PLACEMENT

Venus is a graduate of Bachelor of Science in Accounting Technology and brings with her over seven years of experience in the customer service industry. She enjoys spending her free time at home watching Korean dramas, listening to music, or taking care of her family. Known for her responsible and thoughtful nature, she is cheerful, well-behaved, and sincere in her dealings. Her strong communication skills, paired with her natural empathy and reliability, make her a promising addition to the Mortgage Broking support team.

Onboarding Training and Assessment

At Affordable Staff, we ensure that every team member not only masters administrative tasks but also gains a deep understanding of Australian business practices and cultural nuances. This preparation is vital for effective client support. Our training starts with real estate, providing a comprehensive overview of general administrative competencies, ensuring our trainees are versatile and capable of handling a wide range of administrative tasks.

The second phase of our training program focuses on Mortgage Broker Assessment. This intensive two-week course immerses trainees in document processing modules, where they learn to understand various types of documents and their roles in the loan application process. Trainees are trained in following naming conventions and editing standards, with their skills assessed through quizzes and individual tasks. They are also introduced to fundamental mortgage concepts and familiarised with commonly used tools such as CRM systems. Tasks include data entry and loan application management, offering a complete view of preparing a loan application.

We also emphasise communication skills, enhancing them through grammar checks, situational chats, and lender call simulations. By the end of this phase, our trainees will be proficient in handling mortgage-related tasks, meeting the high standards expected by our clients.

Affordable Staff Tools Training
Tools Training is a crucial part of our training program, ensuring our team members gain proficiency in essential software used in daily operations. Our team members are introduced to LastPass for password management, Outlook for email and calendar organisation, TechSmith for capturing and recording, Hubstaff for time tracking, Zoom and Teams for virtual communication, OneDrive for file management, and Trello for project management.

For those completing our Mortgage Broking Foundations course, we place a significant emphasis on Nexus CRM and BrokerEngine. Mortgage broking VAs spend considerable time honing their skills through practice and repetition using these tools, ensuring they become highly adept and efficient. Team members undertaking the additional two-week, high-intensity Mortgage Broking course will gain expertise in the following areas:

• Introduction to Mortgage Broking
• Document Processing Basics
• Hands-on Document Processing
• Document Editing Standards and Advanced Processing
• Broker / VA Communication
• Nexus CRM Training
• BrokerEngine Project Management
• Introduction to ApplyOnline
• Scenario-Based Training

This comprehensive approach ensures Venus is well-equipped to handle a variety of tools and tasks, leading to increased efficiency and productivity in mortgage broking support roles. The extensive practice with Nexus CRM and BrokerEngine guarantees that our VAs are not only knowledgeable but also highly proficient in using these essential tools.

Additional Skills and Notable Experience
She has 7 years of experience in the customer service field, where she developed strong communication, interpersonal, and problem-solving skills. She has consistently assisted clients with professionalism, practiced active listening and empathy to resolve concerns, and demonstrated patience and attentiveness when handling feedback. Her ability to manage time effectively in fast-paced environments, along with her strong verbal and written communication skills, reflects her competence and reliability. She also possesses basic knowledge of design tools and general computer applications, adding versatility to her skill set.

She has been working with Affordable Staff since July 2023 within the Mortgage Broking space where she assisted her client with the below tasks:

• Application and Loan Processing
  • Pre-loading opportunities into the system and application platform
  • Completing credit proposals and application paperwork
  • Lodging loan applications
  • Starting and updating internal notes on client applications
  • Performing servicing calculations for loan applications
  • Filling out refinance loan calculators
  •  Requesting loan estimates and providing insurance quote options
  • Adding properties to watchlists for valuation tracking
• Document and Data Management
  • Pre-loading IDs under the contacts tab and verifying client information
  • Downloading, renaming, and organising documents from email and broker systems
  • Gathering and organising lender data in spreadsheets
  • Updating lead information and maintaining accurate records
  • Keeping track of expenses and invoices using an expense tracker
  • Reviewing, approving, and renaming uploaded client documents
  • Deleting outdated attachments and sensitive client data
  • Monitoring uploads of bank statements for completeness
• Communication and Client Coordination
  • Answering phone calls, contacting lenders, and scheduling appointments
  • Sending out client emails for appointment confirmation and follow-ups
  • Sending lead replacement reports and handling ongoing communication with clients and lenders
  • Adding phone-out notes and recording communication updates
  • Sending discharge request emails and other lender communications
  • Calling clients or lenders for clarifications and updates
  • Assisting clients with document completion and submission
• Social Media and Content Management
  • Managing social media accounts by scheduling posts
  • Creating engaging content such as fact sheets and graphics for social media platforms
  • Reviewing engagement metrics on social media posts and optimising content strategies
• Training, Research, and Process Optimisation
  • Participating in webinars and undergoing training
  • Researching specific topics for clients to support informed decision-making
  • Building workflows to streamline processes and improve efficiency

Learning Ability and Work Proficiency
She is a steady and well-organised worker who demonstrates continuous progress. She requires some support and hands-on practice when learning new systems but quickly adapts once familiar. She follows instructions well, shows great perseverance, and is diligent in completing her tasks accurately. With minimal supervision, she maintains a high standard of output and demonstrates an analytical and rational approach to her work.

Interpersonal Skills and Personal Characteristics
She is charming, cheerful, and easy to talk to. She collaborates well with others and brings a friendly and harmonious energy to any team. She is outspoken when needed, thoughtful in her responses, and courteous in her approach. Her sense of responsibility and devotion to her work make her a dependable team member. She also displays initiative and enthusiasm, taking on tasks with eagerness and care.

Suitability
She is greatly suitable for any general mortgage broking or general administrative position and is also suitable for basic social media tasks.

Why Venus is Suitable for the Role
She is a consistent and committed worker who demonstrates strong adaptability despite being new to the mortgage broking industry. Her years in customer service provide a solid foundation for client-facing tasks, and her willingness to learn, combined with her attention to accuracy, positions her well for success. While she may still be building familiarity with new systems, her receptiveness to feedback, professionalism, and dependable nature make her a great fit for a mortgage broking support role. With continued exposure and guided practice, she is expected to grow into a highly efficient and capable team member.